Customer CenteredDesignatHPNancyL Clark CraigB Neely page2 06 04 2020 Overview WhyisCustomer CenteredDesignimportant HPCustomer CenteredDesignServices CCDS Whoarewe Overview WherewefitintheProductDevelopmentProcessCaseStudy DesigningacomplexapplicationsuiteCaseStudy MergerofCompaqandHPsupportwebsites page3 06 04 2020 WhyisCustomer CenteredDesignImportant page4 06 04 2020 HPCustomer CenteredDesignServices CCDS Whoweare Centerofcompetencyincustomerresearchanddesigninguserinterfaces withfacilitiesaroundthecountryStaffeducatedandexperiencedincognitive physiologicaldisciplinesCentralizedresourceforHPdesignteamswhodonothaveresearch design testingskillsPrimaryvalueaddtoHPdesignteams ImprovedevelopmentprocessbybringingHPdesignteamstogether creatingacommonproductvisionBringtargetusersofproductstogetherwithdesignteamstodefine design developcustomer centeredproducts page5 06 04 2020 ProductDevelopmentProcess Overview OurFocus Useranalysis requirementsProductdefinition design developmentforeaseofuseandusefulnessOtherElementsoftheCustomerExperience Ordering deliveryDocumentationInstallationIntegrationwith3rdpartyproductsCustomerSupport page6 06 04 2020 CaseStudy DesigningaComplexApplicationSuite StorageNetworkManagementChallengesVerylargescale distributednetworks thousandsofdevices hugeamountsofdataVerycomplextomanageNeedcontinuous reliableaccesstocriticalbusinessdataImagineaharddrivecrash Real timemonitoringFasttroubleshooting page7 06 04 2020 CaseStudy DesigningaComplexApplicationSuite Challenges VagueproductconceptCustomers priorities Developingasharedvision Solutions CustomerfocusgroupsDesignedsketchyprototypes customersfilledinblanks Value Requirements sharedvisionNotjustalaunchpointformanagementapplications NetworkrepresentationViewofbusinessapps data Planning page8 06 04 2020 CaseStudy DesigningaComplexApplicationSuite ChallengesWhatdetailsdousersneedandexpect Requirementsrisks incomplete failuretoconfirm Solutions RefinedprototypeswithmoredetailsIterativeresearchtodefinenextlevelofdetail Value Detailsforinfo taskflow e g status clickingbehavior Avoidedcostlyre design Requirements page9 06 04 2020 CaseStudy DesigningaComplexApplicationSuite Challenges Complex hundredsofdetailsTradeoffs easeofuseversusdevelopmentcost Solutions Iterativeuserinterfacedesign prototyping testingUIspecification evaluationCross suitestyleguide Value ContinuoususerfocuskeepsdesignusableandalignedwithrequirementsCross teamcoordinationtoensureunifieddesign Design page10 06 04 2020 CaseStudy DesigningaComplexApplicationSuite Challenges Meetingusers requirements Unanticipateddesignissues Solutions Userinterviews keyfeaturesNumeroususabilitytestsStructuredexpertreviewOngoingdesignconsulting Value Customer centeredanswerstodesignquestionsUsabilityevaluationofactualproduct IterativeDevelopment page11 06 04 2020 CaseStudy DesigningaComplexApplicationSuite Challenges Istheproducteasytoinstallanduse Doesitmeetcustomers realworldneeds Solutions InterviewswithHPspecialistsinthefieldCustomervisits interviews ValueofUsabilityData IdentifygapsbetweenuserneedsandactualproductFocusesnextversionrequire mentsoncustomerneeds Post Release page12 06 04 2020 TheChallenges Providecontinuous reliable unifiedwebaccesstotechsupportfromHPandCompaqCombinetwoapproachestoonlinesupportdeliveryviathewebwhilemeetingexpectationsofbothgroupsofcustomers CombineindependentHPandCompaqUsabilityGroupsaspartofoverallmergerofeSupportprogramFocusoncustomerneeds notpoliticalandtechnicalchallenges CaseStudy HP comSupport page13 06 04 2020 CaseStudy HP comSupport Challenges Requirementshandeddownbymergerplanners2distinctinteractionmodels Solutions Validaterequirementsviafastprototyping earlytestingIterativedesign testingCombinedteam webrepositoryforsharedwork Value Retaincustomerloyaltybyworkingtowardasingle unifiedsupportsiteasanindicationofHP sfocusonthecustomer Design page14 06 04 2020 CaseStudy HP comSupport Challenges Meetingrequirements IntegrationofnewdesignwithothersitesonHP comWillnewdesignsupportthefunctionality Solutions RelationshipsacrossHP comOngoingdesignupdatesbasedoncustomerfeedbackIterativedevelopment test Value KeptdesignalignedwithbothsetsofcustomerneedsandexpectationsIntegrationwithHP com Development page15 06 04 2020 CaseStudy HP comSupport Challenges Doesthissitemeetthecustomers realworldneeds Constantorimprovedcustomersatisfaction usage Solutions LargecustomersurveyRemoteweb basedusabilitytesting largenumberofusersUsabilitytestinginlab Value Customer focusedapproachtoevaluatingsupportsiteValidatesifthecontentisuseful meetscustomerneeds ProductRelease page16 06 04 2020 HP comsummary FullyintegratedsitereleasedinAugust 2003InitialusabilitydatashowthisperformsaswellifnotbetterthantheprevioussitesacrossusertypesThedesignersformerlyfromHPandCompaqnowworktogetherasonegroupContinuetoupdateandimprovethesupportcontenttoourcustomers page17 06 04 2020 Summary Customer centeredfocuscanunifydiversestakeholdersandbethebasisforcommonprocessdefinitionCustomer centereddesigna